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Service Desk Team Leader

Zoek Pin WA5 3LP, Warrington


Permanent (Full time)

Posted 6 days ago

We are currently recruiting for a Service Desk team leader for our site in Warrington with occasional travel across the North West.
Hours of Work: 40 hours (between 0700 and 1800)

Job Purpose

To ensure the helpdesk, scheduling and quotes teams work efficiently and effectively at all times and that all processes are regularly reviewed and are fit for purpose. To ensure a high degree of professionalism, accuracy and customer service in all teams providing excellent services to the client and customers at United Utilities and be the leader of the team displaying all behaviours required to align with EMCOR's values

Duties / Responsibilities / Accountabilities / Deliverables:
To take overall daily responsibility and ownership of the response desk
• To lead the team and ensure all reactives are responded to within timelines
• To ensure email enquiries are responded to in a timely manner
• Instil a culture of customer service excellence
• To manage client platform to ensure the clients fault log is dealt with effectively
• To maintain the Agility System, monitoring engineering activity and fault reporting
• Monitor EMCOR email system and respond accordingly to queries and client requests
• Co-ordinate faults, schedule to engineers and communicate with customers
• Liaising with Clients to escalate out of line incidents
• Ensuring EMCOR meet the contractual KPI's and SLA's
• Raise purchase orders, as and when required
• Managing customer meeting arrangements
• Any other duties, as requested by the management team
• To provide holiday cover for colleagues when required

Other factors relevant to the job

Occasional travel throughout the North West may be required

Person Specification

5 pass grades at GCSE or equivalent
• Excellent telephone manner
• Excellent communication skills
• Experience of working in a call centre / help desk is essential
• Good IT skills including Word, Excel and PowerPoint
• Able to work under pressure and to defined deadlines
• Able to work as part of a larger team and independently
• Prior customer service or industry experience required


22 days annual leave
Auto enrol pension
Company sick pay
Flexible benefits available (retail discounts, reduced gym memberships etc)
Cycle scheme

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